Technical Support Analyst

SRD Technology UK Ltd; Taunton; On-site; GBP 24,000 - 28,000; Full time

Job summary

A Managed Service Provider is seeking a Technical Support Analyst in Taunton. The role involves providing 1st line IT support to clients across the UK, managing multiple tickets while ensuring high customer satisfaction. Candidates should have experience in customer service, desktop support, and familiarity with Microsoft 365 and networking concepts. The role offers professional development opportunities and various employee benefits, including generous holiday allowance and a contributory pension scheme.

Benefits

25 Days holiday plus bank holidays

Contributory pension scheme

Health and wellbeing support

Onsite parking

Qualifications

• Experience dealing with customers daily.
• Clear communication skills to explain tech.
• A team player with a 'can-do' attitude.

Responsibilities

• First point of contact for IT support queries.
• Providing 1st line remote support.
• Managing customer requests such as installations.

Skills

Customer service experience

Windows Desktop support

Microsoft 365 proficiency

Active Directory experience

Basic networking knowledge

Education

Microsoft 365 Fundamentals

ITIL knowledge or certification

CompTIA IT Fundamentals+

Customer service training

Tools

Ticketing system

Job description

Job Role

Technical Support Analyst

Location

Taunton, Somerset. With benefits to work remotely at times

Salary

£24-28k Based on Experience

Type

Full-time, Permanent

About SRD Technology UK

At SRD Technology UK, were passionate about delivering cutting-edge IT solutions with a personal touch. As a forward-thinking Managed Service Provider (MSP), we pride ourselves on our commitment to innovation, agility, and exceptional customer service. We support a wide range of clients across diverse sectors, helping them thrive in a rapidly evolving digital world.

The Opportunity

Were seeking an ambitious and experienced 1 st

Line Technical Support Analyst who loves problem solving.

As a Technical Support Analyst in Tier 1, you will work closely with Technical Support Analysts to provide IT support to our managed service clients across the UK. This role requires a key focus on customer care and getting the job done well. This individual will also need to work on multiple tickets at a time whilst meeting the determined SLAs. This job may include site visits if required.

Key Responsibilities

• First point of contact for IT support queries (phone & Ticket System)
• Providing 1st line remote support and escalating when needed.
• Managing customer requests such as installations, user account changes, and updates
• Daily / weekly security / health and backup checks
• Contributing to and improving our knowledge base system
• Assisting project engineers on a variety of client projects
• Offering basic training and guidance to customers
• Contacting third party vendors

Essential Requirements

• Experience dealing with customers daily
• Experience supporting Windows Desktop, Microsoft 365 and Active Directory
• Advanced knowledge of Microsoft suite of products
• Use of a ticketing system
• Basic understanding of networking (TCP / IP, firewalls, routers, switches)

Clear communication skills and be able to explain tech.

A team player with a 'can-do' attitude who takes ownership and wants to team to progress processes.

Passion for IT

Nice to have but not essential

Experience of working in an MSP is highly desirable

Qualifications ( not essential)

• Microsoft 365 Fundamentals
• ITIL knowledge or certification
• CompTIA IT Fundamentals+ (ITF+)
• Customer service training

Why Join SRD Technology UK?

Be part of a friendly, forward-thinking team making a real impact in the IT space.

Access ongoing professional development, training, and certification opportunities.

Get experience working on projects.

Benefits

• Opportunities for advancement and training plans for all team members
• Stay at the forefront of Microsoft technologies, receive professional development, and gain exposure to challenging projects.
• 25 Days holiday plus bank holidays
• Charity / volunteering day
• Contributory pension scheme
• Team challenges and prizes
• Social company activities
• Health and wellbeing support
• Employee discount platform
• Onsite parking